Page 105 - Contributed Paper Session (CPS) - Volume 8

CPS2205 Abdul Aziz A. Rahaman et al.
customer satisfaction customer retention. It is notable that there is a direct
effect of service quality on both customer satisfaction and loyalty. On the
other hand, quality service has also significant direct but a statistically
insignificant indirect effect on customer retention. The effect of Satisfaction of
customers on Service charge is high for customers who strongly agree than
their counterparts. Also, the effect of customer retention on Corporate Image
is about 86.7% smaller for customers who strongly agree as compared to their
counterparts. Again, ehe effect of the bank’s Srtvie quality on Assurance is
approximately 95% lower for those who strongly agree compared to their
couterparts. However, there is a very weak negative relationship (-0.09)
between the covaried error terms, 5 and 6, which is statistically significant at
p<0.01

Table 2. The Ordinal Logistic Model____________________________________________________________
95% Confidence
Interval
Lower Upper
Estimate Std. Error Wald P-value Bound Bound

Threshold [CL = 1] -0.694 0.939 0.546 0.460 -2.534 1.146
[CL = 2] 2.444 0.977 6.258 0.012 0.529 4.359
[CL = 3] 4.527 1.111 16.595 0.000 2.349 6.705
[CL = 4] 9.972 1.878 28.190 0.000 6.291 13.653
Location [TA=1] 3.650 1.837 3.947 0.996 0.049 7.252
[TA=2] -0.636 1.036 0.377 0.794 -2.668 1.395
[TA=3] -0.783 0.793 0.974 0.003 -2.337 0.772
[TA=4] -1.657 0.679 5.959 0.036 -2.987 -0.327
[RL=1] 0.810 2.643 0.094 0.759 -4.369 5.990
[RL=2] 2.371 1.396 2.885 0.089 -.365 5.106
[RL=3] 0.257 0.883 0.085 0.771 -1.473 1.988
[RL=4] -0.302 0.758 0.159 0.690 -1.787 1.183
[RS=1] -0.219 1.594 0.019 0.467 -3.343 2.906
[RS=2] -0.080 1.083 0.005 0.317 -2.203 2.043
[RS=3] -0.262 0.937 0.078 0.044 -2.099 1.574
[RS=4] 0.706 0.584 1.458 0.034 -0.440 1.851
[AS=1] -9.541 4.546 4.405 0.036 -18.452 -0.631
[AS=2] -0.033 1.188 0.001 0.978 -2.362 2.296
[AS=3] 1.165 0.897 1.689 0.194 -0.592 2.922
[AS=4] -0.329 0.765 0.185 0.667 -1.828 1.170
[EM=1] 5.044 2.577 3.831 0.049 -0.007 10.094
[EM=2] 0.200 1.185 0.028 0.866 -2.124 2.523
[EM=3] 0.035 0.915 0.001 0.970 -1.758 1.828
[EM=4] -0.327 0.698 0.219 0.639 -1.696 1.042
[TR=1] 6.672 3.451 3.738 0.053 -0.092 13.436
[TR=2] 7.367 1.885 15.281 0.000 3.673 11.061
[TR=3] 1.917 0.841 5.193 0.023 0.268 3.566
[TR=4] 0.830 0.724 1.314 0.001 -0.589 2.248

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